Operation | IPG - Experts in IAM (Identity and Access Management)

IAM Operation Services according to your specifications Operation, around the clock, all year long.

With IAM Operation Services IPG provides need-based support for the stable operation of your IAM-infrastructure.

Matching the operation-organization and sourcing strategy of your business, IPG supports you after the one time operation transition, or takes over your IAM-applications for a partial or full operation in the course of a realignment.

«It is important to us, that we are able to access current IAM-knowledge, without having build our own department - and with complete cost transparency.» Simone Bonanni, Head of Engineering & Operations, AMAG

«The professional, external operation support allows us to flexibly lead the operation with full cost transparency and thus to keep the IAM-system up to date.» Yves Oggier, Head of IT Operations Supportprocesses, Sanitas

Forms of Operation

Service Level Agreements

There are three different service level agreements availible to your business, to ensure a smooth operation of your IAM-systems and -applications: Basic, Advanced and Premium.

You benefit from sustained operation capacity and comprehensive care by the service manager. The profitability of the service is ensured through cost transparency and periodic reporting.

Services

In Full-Service, IPG performs the various services indepentendly. In partial operation it supports the client situationally.

Organization

IAM Operation Center

The core of IAM operation services is the IAM-operation center with the service desk as point of contact for customer requests. The operation center ensures, that during the predefined hours, calls to the client helpdesk are accepted, and if not, that an immediate callback is made. The operation center also coordinates the ticket initiation for customer-support-requests. The operation teams process the customer-support-requests for the assigned operation clients.

Service Manager

Every operation client is assigned an IPG service manager. He attends to the compliance of the agreed SLA and ensures the smooth communication between the client and IPG. The service manager plans and organizes the operation service, in particular the targeted processing of incidents, problems and changes and proactively analyzes the clients system landscape.

Onsite Support

On request, onsite-operators are availible to the client for ongoing operational tasks. They complement the remotly working IAM operation center with key tasks and support the service manager in technical matters.